customer service manager



We are a specialist marketing agency helping global brands influence consumer choice at the moment of decision – by providing creative on-brand campaigns, with rewards that allow consumers to experience the brand promise.

We deliver these rewards at a fraction of the actual value, supported by full creative campaigns. Decades of global experience, cross-sector insight and established networks of partners mean we usually get it spot-on.

We are world leaders in this space. We deliver amazing results. We’re still passionate about pioneering.

Job purpose

To provide a professional customer support service with particular attention to all elements of customer fulfilment, and ensure that all customer queries relating to TLC campaigns are dealt with efficiently and to the satisfaction of the customer and our clients. To manage the Customer Services team.

Core Deliverables

• Understand the campaign terms and ensure these are adhered to when speaking to customers
• Confirm where Customer Services resources should be located for each key project
• Manage the workflow in the Customer Services team against the specific targets set and make any necessary improvements
• Ensure the Customer Services team is fully briefed and trained before new projects go live
• Liaise with international agents and partners
• Ensure that all incoming and outgoing mail is logged
• Ensure the service of the team for each campaign is in accordance with the SLA
• Liaise with other departments as necessary, including product development, Client Services and sales, for campaign updates and provide feedback
• to understand the commercials of campaigns and liaise with the relevant departments to manage redemption costs
• management of 3rd parties (call centre) as well as internal team

Duties & Responsibilities

Reporting and Administration Tasks
• Ensure accurate records of all customer details in order to be able to produce reports
• Produce resource allocation forecasts for campaigns
• Produce Customer Services and redemption information reports and keep them updated

Skills & Knowledge

• Has experience of working in a call centre and sales-led environment and in dealing with customer queries via the telephone. Ensures all customer queries are dealt with promptly and professionally and to the satisfaction of the customer. Has full knowledge of campaigns so customer questions can be answered immediately. Develops knowledge of specific offer campaign terms and conditions and appreciates how they relate to Customer Services issues
• Is professional in all types of internal and external communication and upholds the reputation of TLC. Can recognise when information must be communicated to other departments and does this in the most effective way
• Experience of working in unpredictable environment; can plan personal and team workloads and deal with unplanned changes to tasks and workloads. Can successfully handle several campaigns at any one time and ensures that targets are attained and customers are satisfied
• Has experience of managing a team
• Excellent communication and interpersonal skills, good telephone manner, organisation skills, ability to multitask and manage time effectively, good people management skills

Attitudes

• Highly motivated, keen to learn, enthusiastic and has a positive attitude to work
• Proactive and always willing to offer new suggestions and ideas
• Adaptable and comfortable with change
• Team player
• Commercial
• Good attention to detail
• Professional at all times

Empresa: Anónimo
Local: Parque das Nações
Tipo: Full-time;


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